Executive Summary

Table A-7. Item-Level Average Percent Positive Response by Single vs. Multi-Specialty

Survey Items by Composite Single Specialty Multi-Specialty
# Medical Offices 641 291
# Respondents 11,188 12,450
1. Teamwork
1. When someone in this office gets really busy, others help out. (C1) 86% 82%
2. In this office, there is a good working relationship between staff and providers. (C2) 88% 87%
3. In this office, we treat each other with respect. (C5) 83% 79%
4. This office emphasizes teamwork in taking care of patients. (C13) 85% 80%
2. Patient Care Tracking/Follow-up
1. This office reminds patients when they need to schedule an appointment for preventive or routine care. (D3) 85% 80%
2. This office documents how well our chronic-care patients follow their treatment plans. (D5) 76% 70%
3. Our office follows up when we do not receive a report we are expecting from an outside provider. (D6) 85% 80%
4. This office follows up with patients who need monitoring. (D9) 91% 85%
3. Organizational Learning
1. When there is a problem in our office, we see if we need to change the way we do things. (F1) 84% 80%
2. This office is good at changing office processes to make sure the same problems don't happen again. (F5) 79% 75%
3. After this office makes changes to improve the patient care process, we check to see if the changes worked. (F7) 72% 66%
4. Overall Perceptions of Patient Safety and Quality
1. Our office processes are good at preventing mistakes that could affect patients. (F2) 84% 79%
2. Mistakes happen more than they should in this office. (F3R) 76% 73%
3. It is just by chance that we don't make more mistakes that affect our patients. (F4R) 78% 75%
4. In this office, getting more work done is more important than quality of care. (F6R) 72% 66%
5. Staff Training
1. This office trains staff when new processes are put into place. (C4) 78% 72%
2. This office makes sure staff get the on-the-job training they need. (C7) 76% 69%
3. Staff in this office are asked to do tasks they haven't been trained to do. (C10R) 71% 65%
6. Owner/Managing Partner/Leadership Support for Patient Safety
1. They aren't investing enough resources to improve the quality of care in this office. (E1R) 53% 42%
2. They overlook patient care mistakes that happen over and over. (E2R) 81% 75%
3. They place a high priority on improving patient care processes. (E3) 79% 75%
4. They make decisions too often based on what is best for the office rather than what is best for patients. (E4R) 62% 53%
7. Communication About Error
1. Staff feel like their mistakes are held against them. (D7R) 58% 50%
2. Providers and staff talk openly about office problems. (D8) 59% 56%
3. In this office, we discuss ways to prevent errors from happening again. (D11) 80% 77%
4. Staff are willing to report mistakes they observe in this office. (D12) 75% 69%
8. Communication Openness
1. Providers in this office are open to staff ideas about how to improve office processes. (D1) 69% 65%
2. Staff are encouraged to express alternative viewpoints in this office. (D2) 69% 65%
3. Staff are afraid to ask questions when something does not seem right. (D4R) 70% 66%
4. It is difficult to voice disagreement in this office. (D10R) 54% 49%
9. Office Processes and Standardization
1. This office is more disorganized than it should be. (C8R) 62% 59%
2. We have good procedures for checking that work in this office was done correctly. (C9) 68% 63%
3. We have problems with workflow in this office. (C12R) 50% 47%
4. Staff in this office follow standardized processes to get tasks done. (C15) 80% 75%
10. Work Pressure and Pace
1. In this office, we often feel rushed when taking care of patients. (C3R) 32% 29%
2. We have too many patients for the number of providers in this office. (C6R) 49% 45%
3. We have enough staff to handle our patient load. (C11) 48% 46%
4. This office has too many patients to be able to handle everything effectively. (C14R) 61% 56%
Patient Safety and Quality Issues
   Access to Care
1. A patient was unable to get an appointment within 48 hours for an acute/serious problem. (A1) 79% 75%
   Patient Identification
2. The wrong chart/medical record was used for a patient. (A2) 97% 95%
   Charts/Medical Records
3. A patient's chart/medical record was not available when needed. (A3) 84% 83%
4. Medical information was filed, scanned, or entered into the wrong patient's chart/medical record. (A4) 92% 91%
   Medical Equipment
5. Medical equipment was not working properly or was in need of repair or replacement. (A5) 91% 89%
6. A pharmacy contacted our office to clarify or correct a prescription. (A6) 53% 49%
7. A patient's medication list was not updated during his or her visit. (A7) 73% 69%
   Diagnostics & Tests
8. The results from a lab or imaging test were not available when needed. (A8) 74% 70%
9. A critical abnormal result from a lab or imaging test was not followed up within 1 business day. (A9) 93% 90%
Information Exchange With Other Settings

Over the past 12 months, how often has your medical office had problems exchanging accurate, complete, and timely information with:
1. Outside labs/imaging centers? (B1) 77% 75%
2. Other medical offices/Outside physicians? (B2) 77% 76%
3. Pharmacies? (B3) 76% 73%
4. Hospitals? (B4) 83% 81%

Note: The item's survey location is shown after the item text. An "R" indicates a negatively worded item, where the percent positive response is based on those who responded "Strongly Disagree" or "Disagree" or "Never" or "Rarely" (depending on the response category used for the item). For items A1-A9, the percent positive response is based on those who responded "Not in the past 12 months," "Once or twice in the past 12 months," and "Several times in the past 12 months."

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Page last reviewed October 2014
Page originally created September 2012
Internet Citation: Table A-7. Item-Level Average Percent Positive Response by Single vs. Multi-Specialty. Content last reviewed October 2014. Agency for Healthcare Research and Quality, Rockville, MD. http://www.ahrq.gov/professionals/quality-patient-safety/patientsafetyculture/medical-office/2012/mosv12tabapa7.html